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How to improve guest experience and online reputation, a Reputation report

  • Reputation

2023-24 UK Hospitality ‘Quick Take’ report, with its insights into the latest trends and best practices for leveraging feedback data, is here to help hospitality businesses navigate these challenges.

Hospitality brands are striving to improve communication and collaboration among their customer-facing teams whilst also delivering seamless experiences across a variety of digital channels and in-person interactions across all locations. Effective feedback collection and analysis are critical to achieving these goals. By leveraging feedback data from various sources, hospitality CX and marketing teams can gain invaluable insights into customer needs and preferences, improve brand reputation, and gain a competitive edge in the marketplace.

However, managing feedback data from multiple sources requires sophisticated tools and technologies to analyse and act upon. Organisations must adopt a digital-first strategy to empower teams with the necessary tools and processes to make the most of feedback data.

Reputation is the only platform that manages consumer feedback from acquisition toloyalty. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation analyses vast amounts of public and private feedback data to uncover predictive insights for companies to act on and improve the customer experience. Backed by Marlin Equity Partners, Bessemer Ventures, and Kleiner Perkins, Reputation turns consumer feedback into fuel to grow businesses around the world.

Reputation’s 2023-24 UK Hospitality ‘Quick Take’ report, with its insights into the latest trends and best practices for leveraging feedback data, is here to help hospitality businesses navigate these challenges.

The key findings of our hospitality ‘quick take’ are summarised below:

  • The UK hospitality sector has seen a 2.9% rise in review volume, mostly positive, with 76% positive reviews this year compared to 75% last year (August 22 – August 23).
  • Star ratings have improved to 4.1/5 from 4.0/5, indicating operators’ efforts to enhance customer experiences.
  • Response rates have risen to 50% from 45%, reflecting proactive engagement with reviews and digital transformation. However, there remains much room for improvement, especially when one considers that industries such as opticians see response rates over 60%.
  • Key positive and negative categories in reviews remain “Food General,” “Taste/Temperature,” and “Courtesy,” with a concerning sentiment decline of -5 in “Cleanliness.”
  • Strengths of the brands analysed include food quality and staff courtesy, while weaknesses encompass “Potatoes,” “Bar/Drinks,” and “Speed of Service,” requiring focused attention and guest feedback analysis.
UK Hospitality Quick Take 2023

 

Co-Founder & Chief Editor - TravelDailyNews Media Network | Website | + Posts

Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales.

She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.

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